A reminder call works best when it feels like help, not pressure. The borrower usually wants to pay; they may have forgotten the date, be waiting on a salary, or need the payment link again. A well-designed agent makes that easy and keeps the conversation calm.
Call before the due date, not only after
A short call a few days before the due date catches many problems early: a changed bank account, a salary date that falls after the EMI, a link that never arrived. Set the calling window and the number of days ahead in your campaign, and keep the call short.
Open with who is calling and why
The agent should say it is an AI assistant, name your company and state the reason for the call in its first two sentences. Confirm the borrower's name before sharing any loan details, and never read out more than the call needs.
Handle "I'll pay next week"
When a borrower cannot pay on the due date, the useful outcome is a clear new date. The agent should:
- Acknowledge the reason without arguing
- Ask for the date and amount they expect to pay
- Repeat both back and confirm
- Offer to send the payment link on WhatsApp
That promise to pay is logged against the contact, so your team sees it without listening to the call.
Hand over when it gets hard
Some calls need a person: a dispute about the amount, a hardship request or a complaint. Give the agent a clear rule for these, and let it transfer the call or book a callback with your team, with a short summary attached. Follow your own fair practices policy for what agents may and may not say, and keep calling hours inside the window you have agreed.
The Kallix team
We build AI voice agents for India’s phone-first businesses. Questions about this post? Write to hello@kallix.in.